The Future of Customer Engagement and Personalisation
When a business goes about building “loyalty,” they often develop a “loyalty program,” which makes leaders in the customer service sector ask: Are customers loyal because they love the coffee and service of our coffee shop or just because they get a free cup after they buy ten?
Creating personalised service and delivering a Seamless Customer Experience over multiple channels is something that consumers now expect. Still, this is something that most organisations have been struggling to deliver. We will be touching upon questions such as:
- How are organisations managing expectations regarding customer service?
- How are communications channels such as live chats, messaging, texting and chat bots changing the game? Are these allowing companies to gain market share quickly?
- Have the tactics organisations once used to speak directly to customers and create personalisation (such as using first names in an email) become outdated and transparent in the eyes of customers?
- What is the next evolution in being able to create personalised customer experiences and build brand advocates?
6:30 pm: Arrival and drinks reception
7:00 pm: Welcoming and opening address
7:10 pm: Dinner discussion on “The future of customer engagement and personalisation” initiated by the moderator and continued by the group
8:00 pm: Dinner is served as the discussion is brought to a close
9:00 pm: Change of seats before dessert
The European (Tea Room)
161 Spring St, Melbourne VIC 3000, Australia